Shocking Service!!

I got a new Amazon firestick for Britishtv.org..... Was buffering all the time so I requested Telkom to upgrade my download speed from 20 mgps to 50 mgps. It is a lot of extra money. Two weeks later - still no speed and buffering constantly. I have phoned THREE times this morning, each time being told to switch off my router as it showed up that my line was not connected from the outside Telkom box into my home..... After switching off the router and holding on each time for 55 minutes I was cut off. Yes THREE times!!! I am being charged for disgusting service. I want my internet and wi-fi working Telkom. Today please??????